(2) Work order acceptance shall be managed by the General Department, and the person in charge shall coordinate with relevant departments.
(3) After receiving the work order, the General Department will examine whether the work order belongs to the acceptance scope of the center according to the actual situation.
Those that fall within the responsibilities of the Center shall be distributed to relevant departments for handling. The General Department fills in the reasons and suggestions for the return and returns the work order to the government hotline 12345.
(4) The relevant departments shall assign special personnel to investigate and verify the work order, communicate with the complainant in the first time to understand the complaint situation and verify the specific complaint content, and the relevant departments shall form written handling opinions, submit them to the leaders in charge for review, and reply to the complainant after being approved by the central leadership. And send the reply to the comprehensive department for online settlement.
(5) The relevant departments should do a good job in collecting evidence materials and recordings during the investigation and handling, and send relevant handling decisions, photos, return visit recordings and other materials to the General Department for the record.
Legal basis: Hebei Province 12345 Administrative Measures for Government Service Hotline.
Article 11 12345 Main responsibilities of hotline organizers:
(a) improve the hotline complaint handling mechanism, standardize the workflow, and clarify the person in charge;
(two) to sign on time and handle, reply and feedback the demands assigned by the hotline within a limited time;
(three) responsible for updating and maintaining the information data of the hotline knowledge base within the functional scope of the unit to ensure that the information is true, comprehensive, accurate and effective;
(four) to analyze and study and formulate a long-term solution mechanism for the problems that the masses' demands are relatively concentrated and prominent and involve the responsibilities of the unit.
Article 12 The hotline 12345 accepts all kinds of non-urgent needs of enterprises and the masses, including consultation, help-seeking, complaints, reports and suggestions in the fields of economic regulation, market supervision, social management, public services and ecological environmental protection.
Article 13 The hotline 12345 does not accept matters that must be solved through litigation, arbitration, discipline inspection and supervision, administrative reconsideration, government information disclosure and other procedures, matters that have entered the petition channel, and matters involving state secrets, commercial secrets, personal privacy and violations of social public order and good customs.